JANELA DO CLIENTE

O CASO DE UMA FARMÁCIA

Abstract

This article aimed to identify and measure the level of customer satisfaction of Company X through the Client Window tool. Methodologically, a quantitative, descriptive research was carried out, as well as a case study. Data collection was through a structured questionnaire to a sample of 276 individuals, whose sampling error in the survey was 5.7%. Data were analyzed from the mean and standard deviation of the questions using a five-point Likert scale. Twenty attributes were studied, which were analyzed according to the level of importance and satisfaction. In quadrant A, the following attributes were located: quality of service provided by clerks, cleanliness of the environment, knowledge of the attendants, explanation about the use of medications, quality of telephone service, speed of service, diversity of medicines, speed of delivery and conditions of payment. In quadrant B: price in relation to competitors, hours of operation, price of products and promotion (offer) of products. In quadrant C:  ease of access to the pharmacy, variety of perfumery and hygiene products, attitude of the attendant in offering other products, air conditioning, variety of children's products, advertising and parking. None of the attributes studied belonged to quadrant D.